Independent Ratings Systems for Hotels in the United States

Ever wonder exactly why you are paying more for a 4-star hotel than a 3-star hotel? Have you ever stayed in a “2” that gave superstar service that made it feel like a “3” should – or possibly paid for a “4” that came across as a lackluster “2”? Has it begun to cross your suspicious little mind that maybe these ratings systems aren’t all the same -- or entirely accurate, for that matter?

 

Well, it’s certainly true that not all ratings systems are created equal, and some (we’re looking at you, booking sites) can be downright misleading in the effort to clinch the sale. Some countries in Europe have rigorous standardized rating systems, but there is no universal ratings system in the US, leading travelers to wonder, wander, and hope.

 

The good news is that there is hope! Travelers must simply get acquainted with one of the US’s respected ratings systems that have no hidden agenda. We break it down for you here with descriptions of two of the most prominent ratings systems in the US: AAA and Mobil. (Michelin is also influential, but it is more of a European standard.) You’ll notice that both AAA and Mobil bear familiar names from the automotive sphere – this is because both star ratings systems evolved from guides for traveling motorists. Their entire business is keeping these motorists happy – not pleasing hotels – so you can be sure that their ratings systems are reliable, consistent, and meaningful to you.

What do the AAA ratings really mean?

 

To be considered by AAA, a lodging establishment must first submit an application to determine if they meet the 27 basic “lodging requirements.” If it does, an unannounced professional evaluator will visit the establishment incognito to conduct a thorough investigation.

 

First of all, any property that meets and upholds AAA’s evaluation criteria receives the familiar and reassuring “AAA Approved” designation. After that, AAA’s professional evaluators assign each Approved hotel and restaurant a rating of One to Five Diamonds, describing the level of complexity in service, décor, and amenities — from simple to luxurious.

 

Here are AAA’s criteria for all five Diamond ratings.

 

One Diamond

Properties appeal to the budget-minded traveler. They provide essential, no-frills accommodations. They meet the basic requirements pertaining to comfort, cleanliness and hospitality.

Two Diamond

Properties appeal to the traveler seeking more than basic accommodations. They provide modest enhancements to the overall physical attributes, design elements and amenities of the facility, typically at a moderate price.

Three Diamond

Properties appeal to the traveler with comprehensive needs. Properties are multifaceted with a distinguished style, including marked upgrades in the quality of physical attributes, amenities and level of comfort provided.

Four Diamond

Properties are upscale in all areas. Accommodations are progressively more refined and stylish. The physical attributes reflect an obvious enhanced level of quality throughout. The fundamental hallmarks at this level include an extensive array of amenities combined with a high degree of hospitality, service and attention to detail.

Five Diamond

Properties reflect the characteristics of the ultimate in luxury and sophistication. Accommodations are first class. The physical attributes are extraordinary in every manner. The fundamental hallmarks at this level are providing meticulous service, exceeding guest expectations, and maintaining impeccable standards of excellence. Many personalized services and amenities provide an unmatched level of comfort.

 

If you’d like to dive more deeply into this topic, check out the AAA Chart of Lodging Criteria. Here is a list of all of AAA Five Diamond propertiesUS. in the

 

What does a Mobil Travel Guide designation really mean?

 

No less a source than The Wall Street Journal describes Mobil Travel Guide as “the gold standard” in determining accurate ratings for lodging. Mobil has rated hotels since 1958, and claims to have been in the business longest. They do not benefit when a traveler books one hotel over another, and in fact, Mobil describes its rating system as the most objective and most disciplined in existence. Their five-star ranking is one of the most coveted in the business. Of the more than 7,000 hotels Mobil Travel Guide rates, only 32 or so achieve Mobil Five Star Award status.

 

Mobil does take amenities into account, but their primary focus is on service. To come to a correct rating, they employ professional evaluators who use such tools as stopwatches, checklists, and recorders to document their experience. What more? “For hotel ratings, inspectors spend three days and two nights at the hotel, interacting with staff, having a drink at the bar, ordering room service, visiting the spa and taking advantage of other services that a standard guest would encounter. Inspectors respond ‘yes’ or ‘no’ to criteria in a range of classifications, such as graciousness, efficiency, and luxury. These classifications include more than 500 criteria that assess staff appearance, behavior, and skill level as well as food quality, housekeeping, and concierge services, to name a few. For every ‘no’ answer, a hotel loses points, and there's very little grey area. For example, luggage is delivered to the guest's room in 10 minutes, or it is not -- there's no middle ground. Inspectors also write pages of commentary during the evaluations.”

 

Professional inspectors from Mobil use a two-pronged approach:

 

1) Facility inspection: Every property gets a visit from a facility inspector, who uses a checklist to evaluate cleanliness, physical condition and location. This inspection results in a Mobil One-, Two- or Three-Star rating. (Spas are the only exception -- the minimum standard for a Mobil spa rating is three stars.)

 

2) Service evaluation: Based on the facility inspection, properties that might qualify for a Mobil Four Star or Five Star Award certification will receive a visit from a second, this time incognito, inspector. This inspector makes an anonymous visit and performs an incognito evaluation based on more than 500 service standards. During service evaluations, inspectors keep a low profile and do not reveal that they represent the Mobil Travel Guide.

 

 

Will every hotel I look at have a rating by an independent guide?

 

Probably not. For instance, Mobil simply doesn’t attempt to rate every property in its territory: they only recommend 9,000 of the approximately 50,000 hotels in America. They explain, “Mobil Travel Guide only recommends the best and the brightest of stars in a geographical region at each star level. Our decision to inspect and then rate hotels and restaurants, as well as list a certain attraction is primarily based on the needs of our consumer base, along with the existing number of hotels, restaurants and attractions within that area.”

 

On the other hand, AAA will visit and inspect any establishment that applies to be rated. However, if the establishment doesn’t meet certain basic requirements, AAA will not assign it a ranking or recommendation. Therefore, any hotel that is at the very least “AAA Approved” has met basic standards of quality for a typical AAA member.

 

Beware self-declared ratings. One luxury hotel in Dubai recently proclaimed itself to be seven stars. Hyperbole like this makes real ratings systems less useful, so don’t give in to the hype.

 

How often are the ratings updated? Do traveler reviews have any weight?

 

Mobil evaluates thousands of properties each year, and AAA reviews and renews their ratings annually. Both companies rely on their full-time staff of evaluators to keep their ratings up-to-date. Neither company specifically takes traveler reviews into account – for that, you have to use a site like Kango -- but if you have a serious complaint, contact the travel guide directly: they will listen.

 

 

Plan of Action:

 

1) Know before you go.

 

If the hotel does not display their rating on their website, call them and ask about their most recent rating – and more importantly, who handed it out. Don’t be fooled by ratings at booking sites – they are not always verified by third parties.

 

2) Hold them to it.

You are paying more for those 4-star amenities -- make sure you get them! If you arrive at your hotel and the service or amenities that make them 4-star are not available (the fitness center is under construction, or promised “free” wireless access actually costs $14.95 a night), see to it that they provide alternatives. It is always important to be polite and treat the hotel associates with respect, but they are there to make your stay pleasurable, and everything is negotiable… from reducing your room rate to arranging for you to use facilities at a sister property.

 

3) Keep them honest.

Everyone has dealt with a rude attendant at one point or another – we all have bad days, after all. However, if the service or facilities are truly not in keeping with the rating they proudly display, let someone know! By contacting AAA or Mobil directly, the company will be forced to re-think their scores the next time around. Your notification may even prompt a surprise re-evaluation of the facility.